HELP and FAQ's
ORDERS AND PAYMENTS
If your order has not yet been picked and packed you are able to request a cancellation. Please email: orders.solandsand@gmail.com and make sure to quote your order number.
In most circumstances it is more than likely sent to your spam folder or the email address has been incorrectly spelled or you used a different email to your normal, please email orders.solandsand@gmail.com with your name and order number after checking this. Our team will amend this for you as soon as possible to ensure you receive all tracking updates.
Yes please select pick up at check out. Once packed you will recieve an email to confirm and contacted to confirm a pick up time.
Please do not turn up without a confirmed time otherwise you may turn up to a closed warehouse.
Email: orders.solandsand@gmail.com to organise pick up time.
Warehouse location is: Southport, QLD, 4215
We will do our best to make any changes to your order before dispatch but unfortunately we cannot guarantee this is possible. Please email us within 1 hour of placing your order to ensure the best chance of our team to make any relevant updates to an item or postal address. (This excludes weekends. We will reply to your emails first available opportunity on Monday morning). There may also be other delays which will prevent us from making amendments in time such as over public holidays and sales periods.
We apologise for the inconvenience and hope to be able to offer this in the future.
SOL+SAND accepts payment via Amex, Visa, Mastercard, PayPal, Afterpay and Zip Pay. Gift Cards and Credit notes can also be used.
RETURNS/EXCHANGES/STORE CREDIT
To return an item/s please visit our Return Policy page to ensure your return is inline our return criteria.
This can be found on the link below:
To exchange an item please place a new order with your preferred size/item and follow the return process to return the exchange item.
Customers are responsible for return shipping. Return shipping can be purchased for $10.60 through Refundid.
Yes. Items purchased at full price can be returned for a refund.
To return an item/s please visit our Return Policy page to ensure your return is inline our return criteria.
This can be found on the link below:
RETURN POLICY
Please note, our returns policy is in complete compliance with Australian Consumer Law and the ACCC.
Subject to the below, items can be returned for a full refund or online credit note within 21 days of placing your order.**
Please ensure you read and understand our return policy before purchasing with us, we are unable to be change our return policy.
Your returned item must meet the return criteria.
Return/Exchange Criteria:
Sale items- items marked as SALE ITEM in description or marked down in price can only be returned for an online credit note (not a refund).
Items purchased during a Storewide Sale - eg BLACK FRIDAY - any items purchased during a Storewide Sale are ineligible for a refund (where a strikethrough price is displayed, OR a discount is automatically applied at checkout - 15%OFF Storewide, OR a discount code is manually entered at checkout - eg BLACKFRIDAY25, EOFY Sale, AfterPay Day, FLASH25%). These items can only be returned for an online credit note (not a refund).
Final Sale items- items marked as FINAL SALE cannot be returned for a refund or online credit note, unless faulty. They are last chance styles and will not be restocked. Any unauthorised Final Sale items which are posted back to us will be refused upon delivery and returned to sender.
Jewellery- due to hygiene reasons, we do not allow returns of these items.
Shipping: If you received free shipping, this will be deducted from the customers refund.
Your return must meet the following conditions:
- Must be received within 21 days of placing your order.
- Must not be worn
- Must not have perfume smells or washed smell
- Items need to be returned in original packaging
- Tags must be attached and must not have been removed - NO TAGS NO RETURN, REMOVED TAGS NO RETURN
- No make-up, marks or other stains on clothing or items
- Items must not be washed
To return an item/s please visit our Return Policy page to ensure your return is inline our return criteria.
This can be found on the link below:
Refundid is a third party return service which provides shoppers with an option to get an instant refunds* (on eligible items) or a standard refund or a store credit.
With eligible instant refunds there is no need to wait for your order to be shipped back and checked before you’re issued a refund. Use Refundid to get your refund before you’ve even sent back your items.
Or use Refundid to ship your order back for a standard refund or store credit.
Refundid offers $10.60 Australia Post return shipping labels and tracks your return.
With Refundid your refund appears in your account in under 30 seconds.
It's free to use for customers. To get started click the link below:
Once received into our warehouse, returns are processed within 5-7 business days.
If you want a fast refund please use Refundid for an instant refund.
During busy sale periods, there may be some delays in processing returns however we work as quickly as possible to process returns.
Please note - if you use Australia Post, so please allow 5-10 working days for your return to be received back to us.
Example: we physically receive your package from Australia Post on Monday Feb 1st, you can expect your refund or store credit as early Friday Feb 5th.
Please always refer to the journey of your tracking.
DELIVERY + SHIPPING
We process orders on business days, which are Monday to Friday and exclude public holidays in Queensland, Australia.
Please allow 1-2 business days to dispatch your order however, there can be unexpected delays, especially in peak periods or after sales so your patience and understanding is appreciated.
When your order is shipped you will receive an email from SOL+SAND to confirm and Australia Post.
If you have received this please check your spam and also make sure orders.solandsand@gmail.com is added to your address list.
Most hotmail accounts will have our emails sent directly into spam.
If our email is not where to be found please contact us: orders.solandsand@gmail.com
If you are located within Australia we give Australia Post ATL (Authority to Leave).
Please note if there is no safe place to leave your parcel the postal company will likely take your parcel to a local post office.
If you are international you will need to sign for your parcel, unless you give your countries postal service ALT (Authority to Leave).
It can be quite frustrating when you're counting on an expected arrival date and your parcel has still not arrived. Within Australia? Keep a close eye on your tracking as 3 business days may be added to the original arrival date, Australia Posts rules not ours*
After 3 business days consider raising a customer enquiry directly with Australia Post. You can do this from your Australia Post tracking page. Auspost may advise to contact us however to avoid delay you can raise your own and receive direct updates.
You will be able to track your parcels via: https://auspost.com.au/mypost/track/#/search
Australia Standard Metro: 2-5 business days estimate only Australia Standard Rural: 3-7 business days estimate only
Australia Express Metro: 1-3 business days estimate only
Australia Express Rural: 2-3 business days estimate only
New Zealand Standard: 5-10 business days estimate only
New Zealand Express: 2-3 business days estimate only
Please note that these time frames are an estimate provided by a postal company, there may be delays due to weather, or delays within the postal company itself that we may be unaware of. Customs may also add a day or so while your parcel is waiting to be cleared.
It can be common for parcels to go missing during peak periods, and sometimes during those quieter days. If you believe this has happened to you the first step is opening a case with Australia post.
Once you have done so forward the case number to our customer care team with your name, order number and description of items. The case can take up to 10 business days to be closed.
If the item is missing, we will need to wait for the case to be closed prior to sending off a replacement if possible. If you have not opted for transit cover, you may not be covered and we will not be able to absorb the costs.
As we continue to grow we hope to offer customers the option of free returns, at this time however it is the customers responsibility to cover the cost of return.
For Australian Residence you can use Refundid to purchase page a returns label for a flat rate of $10.60 regardless of weight or size of the parcel.
GENERAL INFORMATION
Please note, our returns policy is in complete compliance with Australian Consumer Law and the ACCC.
As a consumer it is your responsibility to read a Return Policy before making a purchase. When you make a purchase you are agreeing to the Return Policy.
Should you not understand the Return Policy or have questions before you purchase, you are encouraged to contact the SOL+SAND to ensure you understand whether an item can be returned for a refund or a store credit.
SOL+SAND will not change it's policy to accommodate a customer's preferred outcome. We apologise for any inconvenience this may cause.
We're so sorry to hear that your item is faulty!
- Faulty garments must be faulty by manufacture. A worn item with makeup stains or marks, or an item damaged as a result of failing to follow our care instructions, may be found ineligible for our faulty return process.
- All eligible faulty returns will proceed through a faulty returns review to determine the nature of the fault. You will then be advised of the final decision and the options available to you before we proceed.
- All garments are quite delicate and may become damaged if correct care instructions are not followed.
Due to the nature of some fabrics composed for their fashionable qualities and fit, this can include shrinkage, colour fading and other outcomes.
It is advised that all items from SOL+SAND be cold hand washed only.
- We will happily cover postage costs to return and replace an approved faulty item, with the identical item whenever possible. If you do not want a repair or replacement for a minor fault, please discuss the other available options with our Customer Care team.
- A refund may be offered if we cannot repair or replace the faulty garment with the identical item OR the fault is major as per Australian Consumer Law.
- To speed up your faulty return, please be sure to submit photos of your fault during the returns process via our Returns Portals above. Australian customers only. This will speed up the review process and avoid delays.
If you are outside Australia, please be sure to email us a photo of the fault along with your order number as soon as possible to orders.solandsand@gmail.com
From here we will be able to make an initial assessment of your fault and get a resolution underway.
- If a faulty item is returned to us without our prior approval by our Customer Care team, it may be deemed ineligible for faulty return and a credit note will be issued.
- Faulty returns for international customers where return postage is charged, must be approved for return and also approved for return shipping cost, prior to sending, or else the return shipping may not be covered by SOL+SAND.
- Faulty items are only returnable within a reasonable timeframe. Items that are more than 3 months old may not be eligible for our faulty returns process.
For assistance contact us via email orders.solandsand@gmail.com quoting your order number.
We are located in Gold Coast, QLD, Australia
Not at this stage but will have some popup stores soon.
Please contact via email:
orders.solandsand@gmail
Make sure to mention your order number and a quick summary of your enquiry.
We aim to respond to you as quickly as possibe within 1-2 Business Day.
Please note during busy periods this may take longer and we apologise for the inconvenience.
We will work to resolve your enquiry within our policy and practises.
REFUNDID
Refundid offers: Instant Refunds, Standard Refunds and returns for store credits.
Refundid is a third party return service which provides shoppers with an option to get an instant refunds* (on eligible items) or a standard refund or a store credit.
With eligible instant refunds there is no need to wait for your order to be shipped back and checked before you’re issued a refund. Use Refundid to get your refund before you’ve even sent back your items.
Or use Refundid to ship your order back for a standard refund or store credit.
Refundid offers $10.60 Australia Post return shipping labels and tracks your return.
With Refundid your refund appears in your account in under 30 seconds.
It's free to use for customers. To get started click the link below:
Click on this link to create an account.
After using Refundid your instant refund process is complete.
Should we have any issues with your return we will contact you.
If you use Refundid to return a sale item for a store credit you will be contacted by email to receive your store credit once we have received your return back.
If you use Refundid to return an item for a standard refund you will be contacted by email to receive your refund once we have received your return back.
You have the option to purchase a $10.60 return shipping label or use your own.
Please add this shipping tracking number through your Refundid account.
Refundid requires you to ship an item back within 7 days otherwise you request will be cancelled on their end.
Items purchased at Full Price meaning no discounts or markdowns or storewide sales or final sales can be returned within 21 days from your order placed for a full refund.
Refundid will indicate whether you can return an item for a refund or store credit.
When using Refundid, refunds are paid out instantly meaning they are received in your bank account within 60 seconds of the return being lodged through Refundid.
If you select standard refund, this will be processed as part of our normal processing timeframe and won't be processed until we have physically received the return. Please refer to our return processing timeframes.
Refundid is a third party service similar to Afterpay for instant refund or service questions please contact Refundid directly.
When an item is purchased with Afterpay, or any other buy now pay later service, you are still eligible to receive a refund from Refundid by following the Refundid process.
Please note that the refund will not resolve any outstanding Buy Now Pay Later payments, so you will be required to pay any remaining instalments to you Buy Now Pay Later provide. Please contact Refundid for further questions.
It is free to use for customers.
Refundid is our preferred return party.
Refundid offers flat rate return shipping labels for $10.60 deducted from your return.
You will be asked for identification to sign up and prompted to provide your BSB and Account Number. Refundid pays you instantly into this account.
You can track your return and send your return back with an easy return experience.
No need to wait for your order to be shipped back and checked before you’re issued a refund. Use Refundid to get your refund before you’ve even sent back your items.
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